Oliveira Birrell Cain 2020 FINAL - Crew journey maps.pdf (966.16 kB)
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Journey mapping from a crew's perspective: Understanding rail experiences

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journal contribution
posted on 20.02.2020, 13:33 authored by Luis CR Oliveira, Stewart Birrell, Rebecca CainRebecca Cain
© 2020 Elsevier Ltd Technological developments present diverse opportunities to modernise services for the rail industry. Systems can be implemented to improve passengers’ experiences, but these may also affect the experiences of crew working on board trains. This first-of-a-kind research extends the concept of customer journey mapping as a design tool to understand the experiences of train crew. To produce these crew journey maps, interviews and user observation methods were adopted (N = 22). Results show that two main negative touchpoints for the crew occur at the platform-train interface and during revenue protection activities. This paper presents an innovative methodological contribution around journey mapping to better understand rail experiences, but revolving around the crew rather than the expected consumer experience. We conclude this paper proposing requirements for technological systems and indicate opportunities for the design of systems to generate human-centred improvements for the working practices and experiences of train crew.

Funding

RSSB / Innovate UK (Grant No 102483)

History

School

  • Design

Published in

Applied Ergonomics

Volume

85

Publisher

Elsevier

Version

AM (Accepted Manuscript)

Rights holder

© Elsevier

Publisher statement

This paper was accepted for publication in the journal Applied Ergonomics and the definitive published version is available at https://doi.org/10.1016/j.apergo.2020.103063

Acceptance date

27/01/2020

Publication date

2020-02-01

Copyright date

2020

ISSN

0003-6870

eISSN

1872-9126

Language

en

Depositor

Prof Rebecca Cain Deposit date: 19 February 2020

Article number

103063